In8Sync Engagement Policy

Purpose:

This Engagement Policy outlines the terms and conditions under which In8Sync will provide software licenses and associated services to the Client. It aims to ensure a clear understanding of the responsibilities and expectations of both parties.

Scope:

This policy applies to all software licensing agreements and associated services provided by In8Sync to the Client.

Definitions:

  • Software: The computer programs, applications, and related documentation provided by In8Sync, including any updates, enhancements, or modifications.

  • Features Matrix: List of features that comes with the software license out-of-the-box. The Features matrix is on the In8Sync website linked to in the SLA.

  • Customizations: Any feature that is not included in the Features Matrix that In8Sync has agreed to implement in writing.

  • Services: The implementation, support, maintenance, training, and other services provided by In8Sync as described in the Service Level Agreement.

  • Agreement: This Engagement Policy and any associated documents or schedules, to include the specific Service Level Agreement (SLA).

  • Project Timeline: Expected schedule of activities to be completed in the SLA.

  • Change Request: An additional request that is not addressed in the initial SLA.

1. Setup Services

The purchase of a software license with In8Sync includes one of the three levels of setup service that is determined based upon the need of the client and is outlined in the SLA.

  • Self-Service – This service includes access to our knowledge base. Implementation is expected to be completed by client or an agent of the client, setup documentation is provided. In8Sync provides technical support, documentation, maintenance, and updates to the software the client has purchased a license to use. Requested implementation assistance at this level is billed at the standard In8Sync hourly rate and can be requested through the Customer Success Manager.

  • Managed Setup – This service will include everything from Self-Service but implementation is scoped and completed with a dedicated In8Sync Customer Success Manager and Technical Project Manager. This includes setting up all of the out-of-the-box settings outlined in the Feature Matrix. The managed setup consists of detailed scoping of the client’s NetSuite setup, software systems, and business processes related to the successful functioning of the In8Sync Software. The client will sign off on a written project plan before implementation takes place assuring a successful setup.

  • Advanced Setup – This service will include everything from Managed Setup and also includes any advanced configurations and customizations scoped as part of the initial setup of the In8Sync software in the clients NetSuite account. Advanced configurations include but are not limited:

    • Configuring NetSuite workflows for additional automations.

    • Setting up additional or custom item configurations to meet requirements

    • Training on data configuration or required NetSuite configurations done by the client or an agent of the client

    • Customizations

    • An In8Sync solutions consultant is required to analyze, scope, and generate an estimate for all requested customizations.

    • The client must agree to the scope and estimate of any and all advanced setup services or customizations in the SLA.

2. Support Services:

The In8Sync support services are related to the successful functioning of the In8Sync software in the client’s NetSuite account. Support consists of any and all technical support of the software related to the software features as outlined in the Features Matrix.

  • The client or an agent of the client is responsible for managing any and all support cases through the In8Sync account portal. Once a support case is registered, support communications can be reviewed and responded to via email. Phone support is also available.

  • The support provided with your software license includes comprehensive maintenance and updates, regular upgrades, planned enhancements, and bug fixes. It also encompasses troubleshooting and resolving technical issues. Furthermore, this support extends to answering simple questions that may not be covered in the software documentation.

  • Troubleshooting and resolving Issues related to the misuse of the software by the client or by any agent of the client are considered billable support cases.

  • Managed Support does not include advanced NetSuite training/consulting or additional change requests to configurations, which are billable at the In8Sync Standard Hourly Rate.

  • Support cases are prioritized based on their severity. To initiate any level of support, you must open a support case via the In8Sync account portal. For urgent matters, you can escalate your support cases directly by contacting your dedicated account representatives through phone or email.

    • Support case severity scale:

      • Severity 1, Critical: Business Down / Emergency

      • Severity 2, Important: Business Integration is impacted but have a work around until resolved

      • Severity 3, Minor: Minor impacts to business but need resolution

      • Severity 4. Change Request: Customer requested enhancements or changes

      • Severity 5. Question: General questions

      • Severity 6. Go Live: Used to track any issues with Go Live

3. Change Requests

Any substantive configurations or customizations that vary from the software Features Matrix or initially scoped customizations in the SLA are considered change requests.

  • Change requests made during a managed or advanced setup can significantly impact the project’s timeline.

  • Change requests discovered during an implementation will only be completed after the initial implementation is completed, signed off on, and paid for by the client.

  • If a new change request is necessary for the successful completion of the implementation, the client is required to pay the full amount for the initial implementation, along with 50% of the fee related to the change request. This payment will allow for the incorporation of the change request into the original scope. Furthermore, it is important to note that this will affect the timeline of the initial setup.

  • Change requests can be associated with any of the following:

    • Misconfigurations in the client’s NetSuite account

    • Missing data points

    • Unawareness of configurations and data

    • Customizations

    • Analysis and scoping for changes that requires an In8Sync solutions consultant

    • Any requirement that cannot be immediately configured based upon the software Features Matrix, the advanced setup, or customizations included in the SLA

4. Project Timeline 

The project timeline and project steps are outlined below, and are subject to the specific needs of the Client. In8Sync will provide estimated timelines after a complete review of the project requirements, dependencies and accesses to connected systems.

  • Introductory call: is exclusively between the In8Sync Sales Rep, Customer Success Manager and the Client. The Client should only include their internal project manager, the NetSuite Administrator and the billing contact. Should not include third party consultants or representatives that would otherwise be involved in project planning. The purpose of this call is to review expectations for the In8Sync and Client and to identify any resources needed to do the project planning.

  • In8Sync Internal Project Planning: This is conducted strictly by In8Sync’s staff to review and outline every detail of the project. This allows both parties to validate all resources, details, configurations and data mappings before any implementation or testing takes place.

  • Project Planning Call: This is conducted by the In8Sync Customer Success Manager and internal implementation team, the Client and any other stakeholders, to include any 3rd party consultant. The results of project planning are analyzed and approved. Any process or data optimizations are presented to client as action items. The implementation is approved and scheduled based on outstanding action items and the projected timeline for the project.

  • Setup: In8Sync sets up the approved configurations and will identify review checkpoints that may need to be scheduled with client.

  • Testing/Quality Assurance (QA): In8Sync will conduct internal QA sessions with the Solutions Consulting team to ensure that all requirements in PCD are thoroughly addressed. These sessions will validate the approved configurations and confirm that the software is functioning as intended.

  • User Acceptance Testing (UAT): This phase involves collaboration between the client, any necessary third parties, and In8Sync. The primary objective is to verify that all features and customizations function as intended. Upon completion of this phase, the client is required to provide sign-off and approval. It is essential to obtain a signed document from the client confirming their approval.

    Once the client has signed off on User Acceptance Testing (UAT) and agreed to pay the remaining setup fees, a ticket should be generated for the go-live process. The client must confirm that they have signed off on UAT, will settle the associated invoice due upon receipt, and are ready to proceed with the go-live.

  • Go Live: When the client has signed-off on the UAT, the project scope is considered complete and the software system or application is deployed and made available for use by end users. If the client does not intend to go live right away, an internal ticket will be generated in collaboration with the Customer Success Manager (CSM) and the implementation team. This ticket will facilitate the scheduling of the go-live date and address any use cases as part of the support agreement.

  • Change Requests: If any additional requests arise before or during the User Acceptance Testing (UAT) that are not explicitly mentioned in the Service Level Agreement (SLA), a change request ticket will be generated. Consequently, all work related to the SLA must be completed and paid for before we can address the additional requests.

    • Please be aware that these additional requests will affect the timeline outlined in the SLA.

4. Training:

In8Sync will provide training to Client’s personnel on the use of the Software for any software solution that requires managed or advanced setup. Training sessions will be scheduled at mutually agreed times. Training may vary based on the scope of the project.

5. Client Communication:

Clients will be assigned a dedicated Customer Success Manager (CSM) to facilitate project communication. Clients can reach out to their CSM as their main point of contact at In8Sync for all project correspondence. Furthermore, implementation staff will be available to provide technical project support, alongside Department Supervisors if needed. During the implementation phase, the dedicated Customer Success Manager (CSM) will serve as the main point of contact, guaranteeing that clients have access to all essential resources provided by the implementation team.

6. Fees and Payment:

The fees and payments outlined below may differ for each client. At In8Sync, we are dedicated to helping our clients understand all fees and payments on a project-by-project basis. This commitment ensures transparency and satisfaction for both parties involved.

  • License Fees: Payment is required at the time of contract execution to ensure that the project is placed in the queue. For license renewals, payments must be made within 30 days of the license expiration date, unless specified otherwise in the Service Level Agreement (SLA).

  • Implementation Fees: The first 50% of the setup fee is due upon the completion of the Introduction Call. The remaining 50% will be invoiced after the User Acceptance Testing (UAT) is finalized and approved, unless specified otherwise in the Service Level Agreement (SLA).

  • Customization Fees: Customization fees are addressed on a project-by-project basis, see below for more information:

    • If the customizations are specified in the Service Level Agreement (SLA), an initial payment of 50% of the customization fees is required upon the completion of the Introduction Call, in addition to the implementation fees. The remaining 50% is due after the completion and approval of User Acceptance Testing (UAT), unless stated otherwise in the SLA.

    • If customizations are not part of the initial Service Level Agreement (SLA), they will be addressed after the completion of the initial project scope. To proceed with these customizations, 50% of the associated fees will be required upon finishing the initial project, allowing the customizations to be added to the queue.

    • If customizations are not part of the initial Service Level Agreement (SLA) but are necessary for the successful completion of the implementation, the client is required to pay the full amount for the initial implementation, along with 50% of the fee related to the change request. This payment will allow for the incorporation of the change request into the original scope. Furthermore, it is important to note that this will affect the timeline of the initial setup.

  • Payment Terms: Payments are required upon receipt of the invoice, unless an alternative agreement has been made or specified in the Service Level Agreement (SLA).

In8Sync retains the authority to terminate a project and issue a final invoice to clients who remain unresponsive for over 30 days.

7. Confidentiality:

  • Both parties agree to maintain the confidentiality of any proprietary or sensitive information disclosed during the engagement.

  • Confidential information must not be shared with any third party without obtaining prior written consent from all parties involved.

8. Intellectual Property:

  • In8Sync retains all intellectual property rights to the software and related materials.

  • The Client agrees not to copy, modify, or distribute the software without the Company’s prior written consent.

9. Responsibilities:

In8Sync Responsibilities:

  • Ensure the delivery of the Software and Services as specified in the Service Level Agreement.

  • Ensure that the Software is free from significant defects.

  • Provide support as outlined in Support Services section of the Engagement Policy.

Client’s Responsibilities:

  • Use the Software in compliance with all applicable laws and regulations.

  • Ensure that In8Sync receives the necessary access and information required for the effective execution of implementation and support services.

  • Ensure that all fees related to the Software and Services are paid according to the terms that have been mutually agreed upon.

10. Compliance and Monitoring:

  • In8Sync and the Client agree to comply with all applicable laws and regulations.

  • In8Sync reserves the right to audit the Client’s use of the software to ensure compliance with the terms of the license.

11. Review and Updates:

  • This policy will be reviewed and updated as necessary to reflect changes in company operations or legal requirements.